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E-mail is a seemingly mundane issue but one that demands careful attention from the CIO. The key realization is that e-mail management is principally about people management.

Your first line of defense against e-mail troubles is a solid e-mail usage policy, regularly communicated and consistently enforced. Unfortunately, no single e-mail policy works for all companies. Each CIO must sort through corporate culture and arrive at a policy that is within bounds and workable. The undertaking is usually done in conjunction with the general counsel (or other legal adviser) and the human resources department. Once it is set, the e-mail usage policy should become part of the company’s HR policies, right there in the employee handbook for all to see.